Delayed claim payout

Salteb***) call centre for provident funds (unclaimed dept) has the worst call centre agents. My mother has sent the claim forms in December 2019 and when she followed up the call centre agent advised her that the claims documents were only received on the 7th January 2020 and it will take 12 weeks for payouts. After 12 weeks in March my Mother called and the call agent told her to call again after the 8th April if no payment is received. Today she called to follow up and call agent by the name of Thembi or Thembekile Rammule told her the claim is still not processed she will send a query to their admin and no management to escalate the matter to as she is working from home. So what is the use of the call centre agents to work from home if they cant offer any assistance and keep creating their own turn around time.